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SDI SD0-302 Exam - Topic 3 Question 126 Discussion

Which statement most accurately describes typical key performance indicators for the IncidentManagement process?
B) Total number of Incidents; total number of Service Requests; number of Incidents failing to meet the SLA
A) Major Incidents failing to meet SLA; Incidents failing to match Known Errors; Cost per Problem
C) First Contact Resolutions; Second Level Resolutions; Workarounds
D) Cost per Incident; cost per Service Request; cost per Major Incident

SDI SD0-302 Exam - Topic 3 Question 126 Discussion

Actual exam question for SDI's SD0-302 exam
Question #: 126
Topic #: 3
[All SD0-302 Questions]

Which statement most accurately describes typical key performance indicators for the Incident

Management process?

Show Suggested Answer Hide Answer
Suggested Answer: B

by Tony at May 14, 2026, 01:02 PM

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Ernest
3 days ago
C seems relevant too, but not as comprehensive.
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Nida
8 days ago
Agreed! Total number of incidents is crucial.
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Francine
13 days ago
I think B is the best choice. It covers the basics.
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Norah
18 days ago
Not sure if B is the best choice, feels too simplistic.
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Nada
23 days ago
Wait, are we really measuring costs like that in D?
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Nathalie
28 days ago
C is definitely important for efficiency!
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Hui
1 month ago
I think A is more relevant for tracking performance.
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Rusty
1 month ago
B seems to cover the basics well.
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Lizbeth
1 month ago
D seems too focused on costs, not enough on service quality.
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Billy
2 months ago
Totally agree with B, those are the basics we need!
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Levi
2 months ago
Surprised that A is even an option, it seems off.
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Theron
2 months ago
I think C is also important, but not the main KPIs.
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Hermila
2 months ago
B is definitely the most relevant for tracking performance.
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Glynda
2 months ago
I’m confused; I thought major incidents and SLAs were more about performance, so maybe A is the right choice?
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Long
2 months ago
I feel like we had a practice question that mentioned costs associated with incidents, which makes me lean towards option D.
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Estrella
3 months ago
I'm not entirely sure, but I remember something about First Contact Resolutions being a key metric. Maybe it's option C?
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Vonda
3 months ago
I think option B sounds familiar because we discussed the importance of tracking total incidents and SLAs in class.
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Gracia
3 months ago
I recall a question similar to this where cost metrics were emphasized, but I don't think that's the main focus for incident management.
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Tish
3 months ago
I feel like option A is off because it mixes different types of metrics. We usually focus on incidents and service requests.
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Elsa
3 months ago
I'm not entirely sure, but I remember something about first contact resolutions being important. Maybe option C?
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Ramonita
5 months ago
I think option B sounds familiar since it mentions total incidents and SLAs, which we covered in our last practice session.
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